Parcel lost by EVRI

lle

I placed an order on line on 11th December. I got confirmation from the seller that it was shipped later the same day and gave me a tracking number. The tracking showed me it was due to be delivered on 13th December between 19.00 and 21.00, the following sentence on the tracking told me their couriers only work between 8.00am and 8.00pm, so I thought it a little odd, that they had given me a time slot up to 9.00 pm. I was in all day and all night and no-one rang my perfectly functioning doorbell. But later that night the tracking showed they had attempted delivery at 20.09 and would try again the next day. Next day came and went - no parcel. In fact several days came and went. Tracking was still showing the last message on 13th December. I contacted the seller - they must have more access to tracking than I have, because they could get a photo of this so called delivery attempt. It was a very dark picture of my front door from an odd angle but no parcel They first of all claimed this was POD and inferred I was lying about not getting delivery. Then I pointed out that there was no actual picture of my parcel. I was surprised the picture of my door was so dark, I have a security floodlight above my front door and on the adjacent garage, which would almost illuminate the door like daylight - very useful for seeing callers through the glass at night. I think the courier must have been standing in the road and zoomed in, not to have triggered the two lights. I had a "chat" with EVRI's chatbot and eventually got an email, saying " I can see the reason for the delay is that the parcel missed the connection to the courier". I take this as meaning that the courier had not actually had my parcel to deliver, no wonder he didn't bother to ring the bell. EVRI have now admitted they can't find my parcel. I have contacted the seller saying I want a replacement, they have REFUSED this saying they will refund me in full, but only when EVRI have admitted it is a loss and refunded them which can take up to 35 days.
Is the seller acting reasonably.? I have only had a situation like this once before (with Amazon) who sent a replacement within a few days. . .

DullGreyGuy

lle said:

I placed an order on line on 11th December. I got confirmation from the seller that it was shipped later the same day and gave me a tracking number. The tracking showed me it was due to be delivered on 13th December between 19.00 and 21.00, the following sentence on the tracking told me their couriers only work between 8.00am and 8.00pm, so I thought it a little odd, that they had given me a time slot up to 9.00 pm. I was in all day and all night and no-one rang my perfectly functioning doorbell. But later that night the tracking showed they had attempted delivery at 20.09 and would try again the next day. Next day came and went - no parcel. In fact several days came and went. Tracking was still showing the last message on 13th December. I contacted the seller - they must have more access to tracking than I have, because they could get a photo of this so called delivery attempt. It was a very dark picture of my front door from an odd angle but no parcel They first of all claimed this was POD and inferred I was lying about not getting delivery. Then I pointed out that there was no actual picture of my parcel. I was surprised the picture of my door was so dark, I have a security floodlight above my front door and on the adjacent garage, which would almost illuminate the door like daylight - very useful for seeing callers through the glass at night. I think the courier must have been standing in the road and zoomed in, not to have triggered the two lights. I had a "chat" with EVRI's chatbot and eventually got an email, saying " I can see the reason for the delay is that the parcel missed the connection to the courier". I take this as meaning that the courier had not actually had my parcel to deliver, no wonder he didn't bother to ring the bell. EVRI have now admitted they can't find my parcel. I have contacted the seller saying I want a replacement, they have REFUSED this saying they will refund me in full, but only when EVRI have admitted it is a loss and refunded them which can take up to 35 days.
Is the seller acting reasonably.? I have only had a situation like this once before (with Amazon) who sent a replacement within a few days. . .

Define reasonably?

From a moral perspective you can see their point, they want Evri to truly confirm it's gone and therefore know they'll get repaid before spending more money sending you something. I've had "lost" parcels reappear and get delivered and the retailer is inevitably concerned about getting one back from you if you've had two but only paid for one. 

Amazon is slightly different in that they hold your card details and have a continuous payment authority. Their immediate refund/replacement is conditional and their terms state they will recharge should it come to light both have been delivered or you never return an item etc. 

We don't have to go by morals though, ultimately this is a distance sale and you could exercise your right to cancel the order in which case the law prescribes the timescales for the merchant to refund you. Obviously the challenge is enforcement if the merchant doesn't want to comply because they want to see the outcome of the Evri investigation. Any County Court claim to enforce the rights is going to take vastly longer than the Evri investigation. 

elsien

If they prefer to refund once the parcel is definitely confirmed missing rather than standing out a replacement, I think that is their choice to make

lle

But will EVRI ever DEFINITITELY  confirm it is missing
My last response from EVRI
"Unfortunately they have not been able to locate your parcel and as it has been 5 days I must advise you that it is potentially lost in our network." 

they say POTENTIALLY. How long am I supposed to hold on in the hope it might turn up one day in the future? One month? Six months? One year? Ten years? 

sheramber

Last year Evri didn't deliver a parcel that my son sent to friends.

Evri  advised it was lost and he completed a claim form.

After he sent the form in the parcel was delivered to a house in the next street to the  recipient.  Fortunate, by some chance, it was delivered to a family who knew the recipient and was able to pass the parcel to them.

What should have been delivered the week before Christmas was delivered on 11 th January, albeit to the wrong house.